Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Building strong relationships with customers, ensuring smooth product implementation, and identifying revenue expansion opportunities with an accent on maximising customer value and driving account growth. Focus on improving customer experience, advocating for customers internally, and contributing to process optimisation in a fast-paced fintech environment.

Location: Remote-first flexibility - work from anywhere in the UK.

Salary: £50,000 DOE + commission

Company

Griffin is a fully regulated, API-first, developer-centric bank purpose-built to serve innovative fintechs and brands wanting to embed financial products.

What you will do

• Build strong relationships with your customer portfolio through regular touch-points and QBRs.
• Collaborate with implementation and technical teams to ensure smooth implementation and faster time-to-value.
• Identify revenue expansion opportunities, including upselling and cross-selling.
• Contribute to and improve existing processes to optimise the customer experience.
• Be an advocate for customers internally, respond to issues, and share product feedback.

Requirements

• 2-3 years experience in B2B customer success, account management or a related role, ideally in financial services, banking or fintech.
• Excellent problem-solving and project management abilities, with proven results in managing competing priorities.
• Demonstrated success in customer retention and driving account expansion.
• Strong relationship-building skills with external and internal stakeholders.
• Comfortable adopting new software tools and a strong aptitude for clear, readable written communication.
• Successful candidate must complete background screening including verification of right to work, criminal record, credit history, social media, and professional reference checks.

Culture & Benefits

• Remote-first flexibility; work from anywhere in the UK.
• 25 days off a year + winter break + bank holidays.
• Support with home office setup.
• Tax-advantaged stock options under HMRC's Company Share Option Plan (CSOP).
• 1:1 coaching and therapy through Oliva.
• Auto-enrolment into company pension scheme with Penfold.
• Enhanced parental leave with up to 6 months at full pay.
• Private medical insurance and life insurance (provided by Vitality and AIG respectively).